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Jira Service Management

Jira Service Management
Formerly Jira Service Desk

Overview

What is Jira Service Management?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT…

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Learn from top reviewers

JSM is the go to help desk platform.

Rating: 8 out of 10
June 5, 2025
IncentivizedVetted ReviewVerified User
We use JSM as the internal ticketing system. It's the only ticketing system we use in our organization. It's used for tasks such as requesting IT services or submitting employ...
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Verified user
Administrator
Jira Service Management2 years of experience

Great tool for tasks management

Rating: 10 out of 10
May 27, 2025
IncentivizedVetted ReviewVerified User
We use Jira to report, track and test bugs and new features in our software. We from customer service report it to the devs, the devs fix or improve the features, and then the...
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Verified user
Representative
Jira Service Management2 years of experience

Jira Service Management facts

Rating: 7 out of 10
May 27, 2025
IncentivizedVetted ReviewVerified User
We are using as service desk tool plus SDLC life cycle management also we use it as business process management
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Verified user
Manager
Jira Service Management16 years of experience

Best project management software.

Rating: 10 out of 10
May 18, 2025
IncentivizedVetted ReviewVerified User
In my company, we use Jira for project management. We use it to track work progress, bug tracking, and project management. We use it every day for tracking purposes. Our compa...
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R PREM KUMAR
Engineer - Information Technology
Software Engineer 2
Lytx
Jira Service Management3 years of experience

Powerful and solid tool with room for growth and improvements.

Rating: 7 out of 10
May 18, 2025
IncentivizedVetted ReviewVerified User
We use it to handle all our Service Requests, Incidents and Changes. We use this for our Internal Customers (collegues who can report issues, or onboarding of collegues e.g.),...
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Verified user
Manager
Jira Service Management5 years of experience
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Pricing

View all pricing

Free

$0

Cloud
per month

Standard

$20

Cloud
per agent/per month

Premium

$40

Cloud
per agent/per month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.atlassian.com/software/jira…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

10
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.4
Avg 8.5
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Product Details

What is Jira Service Management?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users can connect service desk tickets to Jira Software issues and get to the root cause of problems before they escalate.

Jira Service Management Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Self-service tools
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

Change management Features

  • Supported: Change requests repository
  • Supported: Service-level management

Additional Features

  • Supported: Custom reporting
  • Supported: Self-service Help Center
  • Supported: Automation rules
  • Supported: ITIL-certified
  • Supported: Email support
  • Supported: Pre-built workflows
  • Supported: SLA's
  • Supported: CSAT reporting
  • Supported: Asset management integration

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFYâ„¢ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.Screenshot of Gain complete control over your assets. Connect your favorite asset management tool to reference, track, and tie requests with assets directly from Jira Service Desk. Provide end-to-end service with just a few clicks.

Jira Service Management Competitors

Jira Service Management Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesEnglish, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese

Frequently Asked Questions

ServiceNow IT Service Management, Cherwell Service Management (discontinued), and Freshdesk are common alternatives for Jira Service Management.

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.5.

The most common users of Jira Service Management are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(687)

Reviews

(1-5 of 83)

Best project management software.

Rating: 10 out of 10
Incentivized
May 18, 2025
RP
R PREM KUMAR
Software Engineer 2
Lytx (Computer Software, 1001-5000 employees)
Vetted Review
Verified User
Jira Service Management
3 years of experience
View profile
Pros
  • Project management.
  • Sprint tracking.
  • Task progress.
Cons
  • Sometimes the description are not updated properly.
  • Sometimes it takes a bit of time to update the status.
  • Sometimes the jira tasks are not loaded properly.

JSM is the go to help desk platform.

Rating: 8 out of 10
Incentivized
June 05, 2025
Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employees
Vetted Review
Verified User
Jira Service Management
2 years of experience
Pros
  • Customizability
  • Adaptability
  • Automations
Cons
  • Ease of sharing forms externally (for those not in the org).
  • The ability to customize the issue collector better.
  • Increase functions of automations.

Great tool for tasks management

Rating: 10 out of 10
Incentivized
May 27, 2025
Verified User
Representative in Customer Service
Marketing & Advertising Company, 11-50 employees
Vetted Review
Verified User
Jira Service Management
2 years of experience
Pros
  • Report bugs
  • test bugs
  • reopen or accept tasks
Cons
  • the new interface is cute but a little harder to understand

Powerful and solid tool with room for growth and improvements.

Rating: 7 out of 10
Incentivized
May 18, 2025
Verified User
Manager in Information Technology
Insurance Company, 11-50 employees
Vetted Review
Verified User
Jira Service Management
5 years of experience
Pros
  • Out of the box Service Management.
  • A lot of customizations are possible.
  • Offering a portal to customers is easy to do.
  • User Management (for Customers) is easy.
Cons
  • Automatic reporting (for Service Reports) could be alot better.
  • Backend user management is complicated.
  • Assets functionality is not very elaborated.
  • Some features you would expect, such as enforcing MFA, are not included; you have to pay extra.

Jira Service Management facts

Rating: 7 out of 10
Incentivized
May 27, 2025
Verified User
Manager in Information Technology
Financial Services Company, 1001-5000 employees
Vetted Review
Verified User
Jira Service Management
16 years of experience
Pros
  • Project management
  • Business process management
  • send webhook requests
Cons
  • Delegation of approvals
  • SLA and OLA reporting
  • Assignment Groups and its view permissions
  • Built in Dashboards
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